Last updated: 5 October 2026
We want you to love your piece. If something isn't right, here is exactly how returns work.
14-day returns
Time limit. Request a return within 14 days of delivery.
Condition. The piece must be unworn, unaltered and sent back with its original box, any certificate and the invoice.
Approval first. Email sphenejewels@gmail.com with your order number. We reply with return instructions. Parcels sent without approval may be refused.
Items we can't take back
Made only for you. Resized, engraved, personalised or custom-designed pieces are final sale — unless they arrive faulty.
Return shipping
Who pays. The customer pays return shipping, unless the item is faulty or we sent the wrong piece.
Send it safely. Use a tracked, insured service. We can't refund a parcel lost on its way back to us.
Not refundable. Original shipping costs, and any import duties or taxes paid at delivery.
Refunds
Inspection. Every return is checked by our team when it arrives.
Timing. Approved refunds go back to your original payment method within 5–10 working days. Your bank may take a few extra days.
Faulty or wrong item
Tell us fast. Contact us within 48 hours of delivery with clear photos.
We fix it. We repair, replace or refund — at our cost.
Warranty
6 months on craftsmanship. Covers manufacturing defects such as a loose setting or a faulty clasp under normal wear.
Not covered. Accidental damage, everyday wear, stones lost through impact, or repairs done by another jeweller.
Exchanges
Different metal or size? Contact us — we'll guide you through a return and new order, or a resize where possible.
Cancellations
24-hour window. Cancel within 24 hours of ordering for a full refund. After that, your piece may already be in production.
Questions? Email sphenejewels@gmail.com.